Big business or small, social CRM helps you reach and interact with your customers

Today's customer-focused technology can revolutionize the way you support and market your business. Social media shapes opinions about brands, including yours, and this book teaches you how to influence those opinions by interacting with your customers. Learn to build a strategy, craft a social business, measure the results, and keep moving forward.

What makes it social — compare traditional customer relationship management with social CRM and understand the differences

Create a strategy — explore social business models, learn how to make your message relevant to your audience, and earn your customers' trust

Be customer-centric — discover how to listen to your customers on social media and identify solutions your business can provide